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- Tasks: Engage with customers, manage enquiries, and chase outstanding membership fees.
- Company: Join ICAEW, a leading professional membership organisation in accountancy.
- Benefits: Enjoy flexible working, training opportunities, gym discounts, and health plans.
- Why this job: Be part of a supportive team focused on excellence and personal growth.
- Qualifications: Exceptional customer service skills and experience in managing multi-channel enquiries required.
- Other info: Hybrid working available with a friendly and diverse work environment.
The predicted salary is between 24000 - 36000 £ per year.
This job opportunity has been provided by Reed.co.uk. Hybrid Working Available. Permanent Full Time, 35 hours a week, Monday to Friday, flexible shift rotation from 7am - 7pm.
Join our dynamic team at the ICAEW Service Centre in Milton Keynes. As a leading professional membership organisation, we are dedicated to maintaining excellence in the accountancy field. We are currently seeking a motivated, target focused and customer-orientated individual to join us as a Service Centre Advisor.
If you love to speak to customers on the phone, enjoy helping and supporting people, and excel in delivering a high quality and exceptional customer service then this may be the role for you. This is a full-time position, based at our Milton Keynes Service Centre. The working hours will be in line with a flexible shift rotation from 7am - 7pm.
Role ProfileTo be responsible for chasing outstanding membership fees to help reach ICAEW's membership retention and growth target. To contribute towards maintaining our reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and 'right first time' information to all enquirers & ensure service level standards are delivered.
Responsibilities include:- Make outbound telephone calls to contact individuals in relation to outstanding membership fees (debt collection) and subscriptions, declarations, applications or supporting students into membership.
- Work to challenging targets and manage enquiries to completion aiming for 5* satisfaction scores.
- Locate individuals who have not paid their fees/annual subscriptions to support ICAEW growth targets, updating contact information and maintaining accuracy to ensure success in future years.
- Support students and members, understanding their journey to qualification and the value of ICAEW products, services and benefits available to them.
- Work with colleagues across ICAEW with activities to support the resolution of member enquiries.
- Be a role model in resolving enquiries, building rapport and value with our members and students at every interaction across every channel.
Requirements include:
- Exceptional customer service skills and experience with a love of talking to customers on the phone and the ability to build rapport in minutes.
- Excellent communicator both written and verbal, emulating ICAEW's professional image. Managing all enquiries with empathy and support.
- Experienced in managing multi-channel enquiries, phone, email, online chat and social media.
- Proven ability to prioritise and deliver excellence in a fast-paced environment, working to challenging daily and monthly targets.
- Good IT skills and experience in multi-tasking: managing and resolving the enquiry while adding summary notes and sending links and emails.
For the full role profile please click the document attached.
Why work at ICAEW?We want you to enjoy your work and flourish in your role. Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect. We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development. Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.
Our employee benefits include:- A substantial suite of training and development.
- Flexible working arrangements.
- A generous benefits package which includes gym discounts, pension plan, lifestyle rewards and discounts and health and dental plans.
Service Centre Advisor employer: Bucks Skills Hub
Contact Detail:
Bucks Skills Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Centre Advisor
✨Tip Number 1
Familiarise yourself with ICAEW's values and mission. Understanding their commitment to excellence in the accountancy field will help you align your responses during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves making outbound calls, being able to convey information clearly and build rapport quickly will be crucial in impressing the hiring team.
✨Tip Number 3
Prepare for potential scenarios you might encounter in the role, such as handling difficult customer interactions or managing multiple enquiries at once. This will show your readiness to tackle the challenges of the position.
✨Tip Number 4
Network with current or former employees of ICAEW if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Service Centre Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Service Centre Advisor. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly showcases your customer service experience, communication skills, and ability to work under pressure. Use specific examples that demonstrate your achievements in similar roles.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your passion for customer service and provide examples of how you've successfully managed enquiries or built rapport with customers in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Bucks Skills Hub
✨Showcase Your Customer Service Skills
Since the role is heavily focused on customer interaction, be prepared to share specific examples of how you've provided exceptional customer service in the past. Highlight your ability to build rapport quickly and manage enquiries with empathy.
✨Demonstrate Your Communication Skills
As an advisor, you'll need to communicate effectively both verbally and in writing. Practice articulating your thoughts clearly and concisely, and consider preparing a few scenarios where you successfully resolved customer issues through effective communication.
✨Familiarise Yourself with ICAEW's Values
Understanding ICAEW's mission and values will help you align your answers with what they stand for. Research their commitment to excellence in accountancy and think about how your personal values resonate with theirs.
✨Prepare for Target-Driven Questions
Since the role involves working towards challenging targets, be ready to discuss how you've met or exceeded targets in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your ability to thrive in a fast-paced environment.
